No matter what type of business you are into, providing superior customer service is a must to survive in today’s competitive marketplace. Like every other business, retailers and e-commerce companies are also implementing the latest technology and best practices to create an omni-channel experience for their customers. A call center solution can enhance an e-commerce business by helping them create a flawless, personalized, and high-quality experience for customers. When talking about smart call center software, Asterisk call center development enables retail and e-commerce companies to stay connected with customers.
Key Challenges Faced By Today’s E-Commerce Companies
- Losing The Perspective Of Interaction: Today’s customers want support from e-commerce companies on their choice of platforms like chat, messaging, social media, smartphone, etc. Failing to provide solutions on the customer’s preferred channel may lead to losing the perspective of interaction and customers end up being frustrated.
- Reduced Agent Productivity: As agents spend most of their time answering repetitive questions, they may not able to focus on bringing sales and creating a satisfying experience for the customers. This hampers the agent’s efficiency and leads to reduced agent productivity.
- Higher Ticket Handling Time: Without a proper tracking system, it becomes quite difficult for agents to track customer’s history and manage tickets through all channels. Especially, when there are a large number of customers coming in with their queries. Making customers wait for a long to get a solution for their query may irritate them. This leads to reduced customer satisfaction, which is not good for the growth of an e-commerce business.
Asterisk call center solution can help e-commerce companies to overcome these challenges and provide enhanced customer support. Some of the key ways how this call center solution can help in improving customer experience are mentioned below, have a look:
- 24/7 Customer Support: Providing excellent and active customer support is extremely essential for e-commerce companies to thrive in this industry. With call center software, it becomes much easier for e-commerce agents to provide quick information to the customers about the delivery status and handling any queries with ease. Prompt notifications related to customer’s orders can also be sent through email, SMS, and within the app.
- Integrate To Provide A Quick View Of Past Interactions: If a customer is unsatisfied and asking for a refund or cancelation of an order, asking the same question to the customer can make them frustrated. In such case, call center software can assist in resolving the issue. It can help the agent to view complete customer data into an integrated CRM. This further enables agents to go through customer’s past interactions quickly and based on the information a satisfactory solution can be offered to them.
- Consistency: In order to provide efficient customer support, it is important to provide quick answers to the customer’s queries. With Asterisk call centre solution, e-commerce companies can solve the queries of customers with ease on a single screen. They can even merge the tickets with the same context and separate those needs to be addressed individually. This helps to maintain the consistency of customer support.
- Superior Web-Based Chat Support: Personal interactions with the buyers through web-based chat support can help resolve any concerns that customers might have regarding their purchase.
Asterisk development can help e-commerce companies to empower their call center and agents with an advanced call center solution. Some of the key capabilities and benefits of using Asterisk call center solution are:
- Easy to use
- Scalable and Reliable
- Provide personalized & effective interaction
- Promotes customer retention
- Comprehensive functionality
- Multi-channel support
- Helps to maximize productivity and improve agent’s efficiency
- Enhanced customer experience across every channel
- efficient and intelligent routing of inbound calls
- Increased customer retention
- A powerful tool for building customer relationship
- Reduced operating cost, Increased efficiency
In all, the solution can make all conversations more efficient and simplify customer support and lead generation campaigns. Whether it’s about outbound calling campaigns or inbound calling campaigns, Asterisk call center software has all the required features that can help to carry out each campaign efficiently with the best possible results.
The E-commerce industry is a highly competitive industry. To stay ahead in the competition, it is necessary for companies to create value for their customers. With the help of Asterisk call center software e-commerce companies can provide excellent customer experience and enhance their brand value.